Making Reservations for the ER

[kaliRN]

There are several local hospitals that are allowing patients to make reservation to the Emergency Room. I don't work in the ER - but I just don't "get" how this is an acceptable practice. Would you be on board?

http://miami.cbslocal.com/2011/05/22/hospitals-offering-reservations-for-er-visits/

http://www.fiercehealthcare.com/story/hospitals-take-online-reservations-er-appointments/2011-01-31

[Not_A_Hat_Person, RN]

I usd to live in Boston, whcih has a huge shortage of PCPs and very few urgent care centers (thanks to the Massachusetts Medical Society). When I was an ER volunteer, a lot of non-emergent patients came in during "office hours", referred by their MDs for MRIs, X-rays, CT scans, and other lab tests.

[hiddencatRN, BSN, RN]

We just went live with our oonline reservations system and so far no one has used it. It comes with blocks that don't allow certain complaints to use it and a triage nurse reviews the reservations and can call the patient to tell them to come in immediately if they are actually emergent.

The idea is to let nonurgent patients wait at home instead of in the ED waiting room. Not sure how I feel about it but since no one's used our system yet, I don't really have experience on how it works in practice.

[Lunah, MSN, RN]

Not sure how I feel about it but since no one's used our system yet, I don't really have experience on how it works in practice.

Let us know how it goes! Interested to hear.

[TLSpaz, ASN, RN]

Let us know how it goes! Interested to hear.

Our ED( a Tenet facility) implemented this system recently. So far, the patients who have actually used the system seem to be satisfied with it. And therein (say some advocates) lies the benefit. If the patient perceives that this system gives them some kind of "concierge" service, then good for us. We have the ability to call the patient and let them know if, for example, we just received several EMS patients needing urgent/emergent attention so that the patient can wait at home instead of in the lobby, along with the option to have the reservation fee refunded if we are asking him/her to delay the "appointment." The system is designed to block registration of certain "buzz phrases" or words like chest pain or "fainted." It is not fool-proof and our triage nurses have had to call some patients at home and tell them to come in immediately.

Bottom line...the patients who have used it like it. With patient satisfaction being so very important for so many reasons, I think at least for now, in our ED, this is here to stay. I really feel nothing but ambiguity toward it. I have to work my 12 hours regardless and if I get a patient or two that feels like they have had it their way, right away, it just makes my life a little bit easier.